How to Leverage Social Media for Digital Transformation

Cheyenne Noelle
Nov 26, 2019 · 5 min read

Digital transformation, or using technology to drastically improve an enterprise’s performance or reach, is an increasingly widespread strategic initiative for many enterprises today. Higher competition, rapidly evolving technologies, and pressure from consumers are forcing enterprises to operate, promote, and produce with more agility and creativity than ever before.

Executives in all industries are innovating digitally in order to get ahead. One powerful way their companies are accelerating their digital transformation is by leveraging social media.

The business value of social media in digital transformation

With 84% of executives relying on social media to make B2B buying decisions, an enterprise cannot afford to ignore the benefits of incorporating social media into digital transformation initiatives. For businesses beginning digital transformation projects or implementing a new strategy, social media can accelerate the success of digital advances in several ways:

  1. Enhance your customer service strategy.
    If your company has multiple channels of delivery, chances are you have seen an increasing pressure to make these channel experiences seamless and integrated. By incorporating social media use into digital transformation, you can be sure your strategy stays informed of customer feedback through every touchpoint of the customer journey. Customer service can be enhanced significantly by digital initiatives. An example of prioritizing the customer is American Express, which uses one of their social media platforms to address customer complaints, questions, and other inquiries. By using social media, the company can now respond in rapid time to their customers, who often expect on-the-spot feedback.

As a company moves toward greater digital transformation, social media can be an effective strategy to improve multiple areas of the business.

Social media as an accelerator

Using social media to increase visibility and brand awareness is not a new concept. The percentage of businesses using social media to grow their business is nearly 90%, indicating that enterprises are well-aware of its positive effects on business to consumer growth.

While social media has been a widely used tool in marketing for some years now, the majority of enterprises aren’t seeing how social media can apply to their overall enterprise growth. Traditionally created and governed by the marketing department, social media is now being used as a vehicle in digital transformation strategy. Sprout Social says that 90% of consumers use social media to directly communicate with their favorite brands, a powerful piece of insight into the opportunity available to enhance customer support through social media.

Altimeter’s Brian Solis shared with TechRepublic that his company was “shifting from a ‘digital’-focused approach toward digital transformation to one where digital is an enabler for purposeful enterprise-wide transformation and innovation.” Many companies are echoing the same sentiment in their digital advances. Being customer-centric is the highest priority for those taking advantage of digital tech in their growth strategy, understanding that there is a serious demand for omnipresent, real-time customer experience.

Digital leaders must track emerging tech trends and assess where those technologies could have the greatest impact and ROI on the overall business, said the latest State of Digital Transformation report. Delivering top-notch customer service on every touchpoint of the customer journey be a major asset of using social media. Social media, while not an inclusive digital strategy on its own in transformation efforts, is a critical one to drive digital transformation success overall across the enterprise.

Invest in today for a better tomorrow

In today’s market, extending social media’s potential outside of just the realm of marketing is a must. Social media’s ability to transform businesses digitally from the inside out is vast, with the potential to elevate customer experience, inform new digital growth strategies, and increase credibility in both B2B and B2C audiences, as well as nurture prospects for future sales.

Digital transformation is not an option to compete in the current market landscape. Is your company equipped with the best resources to achieve full efficiency? Learn more about how we help organizations with their digital transformation goals at

About ProcessMaker

ProcessMaker is a low-code BPM and workflow software. ProcessMaker makes it easy for business analysts to collaborate with IT to automate complex business processes connecting people and existing company systems. Headquartered in Durham, North Carolina in the United States, ProcessMaker has a partner network spread across 35 countries on five continents. Hundreds of commercial customers, including many Fortune 100 companies, rely on ProcessMaker to digitally transform their core business processes, enabling faster decision making, improved compliance, and better performance.

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Enterprise Workflow Automation Software. Programmers code less, business analysts do more, and organizations run better. Open source and available on the cloud.

Cheyenne Noelle

Written by

“The disciplined in life are free.” 🌊 Happy mum. Believer. Writer. Lover of humans. Content Marketing @processmaker


Enterprise Workflow Automation Software. Programmers code less, business analysts do more, and organizations run better. Open source and available on the cloud.

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